Customer Service Representative

University of North Alabama•Florence, AL

66d

About The Position

This position is responsible for providing support to the entire student financial aid (SFA) team. These responsibilities include serving as an administrative officer, handling telephone traffic, general filing and archiving of files, and specific administrative support for the office as a whole. Applicants with a degree will be hired at the grade of 512 and placed in the salary scale accordingly dependent upon their experience. Applicants without a degree will be hired at the grade of 513 and placed accordingly.

Requirements

Knowledge of university and departmental rules, policies, and procedures
Ability to operate a PC and type proficiently using modern technology
Ability to interact effectively with all students, faculty, staff, administrators, parents, visitors, and the general public
Ability to work independently and perform most functions without direct supervision
Ability to make administrative decisions regarding routine departmental matters following established procedures
Ability to communicate effectively both verbally and in written formats
Ability and willingness to learn new tasks utilizing innovative technology solutions
Ability to keep up-to-date on campus computer systems as it relates to student financial aid
Knowledge of budgetary procedures
Ability to multi-task
High school diploma/equivalent is required
Two years of related experience is required

Nice To Haves

Bachelor's degree is preferred

Responsibilities

Answer all phone calls for Student Financial Aid office
Work with highly confidential and sensitive data
Review documents received for accuracy, keep abreast of financial aid updates, assist students, etc.
Provide direct customer assistance to prospective and current students and their parents with information about financial aid
Assist students in the completion of the free application for Federal student aid (FAFSA)
Serve as administrative officer and initial point-of-contact for all walk-in traffic
Manage online financial aid appointment scheduler
Answer basic financial aid questions for students and parents while utilizing Banner
Utilize CRM to build communication plans
Plan and prioritize office activities and work projects
Work in conjunction with the director and other staff members to represent the department at public relations events that correlate with the need for financial aid presentations
Participate in on-campus and off-campus workshops designated to for training purposes for financial aid
Serve as back-up for the online advisor in the review of the satisfactory academic progress program to maintain academic excellence within regulatory constraints
Assist with monitoring financial aid email account
Review FAFSA discrepancies to help determine next steps and proper escalation to other financial aid staff
Anticipate and prepare material needed by the Director and staff
Update and maintain the office electronic filing and recordkeeping systems to ensure all are logical, orderly, reliable, and user-friendly
Maintain compliance with state and federal regulations as they pertain to student financial assistance
Responsible for acquisition and inventory maintenance of office supplies, materials, and equipment
Utilize self-service banner for purchase requisitions, purchases (internal and external),reimbursements, and budget amendments
Maintain office social media pages and websites
Perform all other duties as assigned
Maintain a log of critical events and office deadlines
Organize, screen, sort, and establish priorities for incoming/outgoing mail and correspondence
Provide support for all office projects and events